What are the responsibilities and job description for the Customer Service Representative/Help Desk Support I position at Guardians of Honor LLC?
Guardians of Honor, LLC (GOH) is a mature, small woman-owned professional services firm boasting years of exceptional performance. GOH provides diverse research and analysis, information technology, management, and evaluation solutions to government, non-profit, and private sector clients. GOH strives to protect our client's most valuable assets - people, programs, and performance.
Summary :
The Customer Service Representative / Help Desk Support Specialist is organized, detailed oriented, and a fast learner. Must have a familiarity with Microsoft Office Suite, including Excel. Primary responsibilities will be to provide end user technical support throughout the peer review process; research, identify, and document issues; provide guidance to end users as needed for the application receipt system; escalate significant issues to the appropriate resource to include GOH and client peer review staff; manage ticketing system to identify and track work requests; provide superior customer service to end users and track activities for work tickets as assigned.
Requirements
Essential Functions :
The candidate will be familiar with the program announcement process; review program announcements and conduct tests to ensure accurate delivery of email correspondence; support senior research team members; and provide administrative support.
Other Duties :
The scope of the job may change as necessitated by business demands. Also, the essential functions described are not a comprehensive list of duties and responsibilities; additional tasks may be assigned.
Competency (Knowledge, Skills, Abilities) :
- Strong written and oral skills communication skills
- Must be extremely organized and detail oriented
- Comfortable working in a high-tempo, quick turnaround team setting
- Data entry (MS Office Suite - Excel, Outlook, PowerPoint and Word proficiency)
- Effective collaboration and communication with team members
Supervisory Responsibilities : N / A
Reports to : Project Manager / Project Director
Work Environment : The work environment is a typical office setting or virtual / remote setting.
Physical demands : The physical demands of the job include sitting for extended periods, and occasional walking and standing.
